POSITION : Director of Service, West Central Africa
Description
The Director of Service manages total GE-Healthcare Systems Services business on direct and indirect geography covering Nigeria, Ghana, Angola, Sierra Leone and Liberia. Builds & maintains relations with partners, customers & the Ministry of Health, as well as manages operations through leadership & development of direct & indirect teams (area service leaders, team leaders, technical service engineers, field engineers, biomedical technicians, field technicians, etc).
Responsibilities
- Ensure that each operating plan for the combined services products, is achieved.
- He/ She creates an environment to achieve ultimate customer loyalty.
- Provide leadership in setting and achieving assigned goals in the profitable installation, maintenance and repair of GEHC systems products and the growth of the service contract base while developing partnership with Franchises to grow the revenue flow from indirect markets.
Key Responsibilities
- Leverage internal relationships to enhance business performance and customer experiences.
- Promotes a safe working environment and ensures compliance with applicable EHS policies and procedures.
- Drives change initiatives as required to improve efficiencies and execute on business commitments. Applies an equal and inclusive commitment to each modality that delivers GE HCS commitment to the business and the customers. Willing to travel extensively within the country, and to travel within West Africa as required.
- Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development.
- Is responsible for achievement of the Operating Plans (OP revenues and OM), receivable, past dues, optimising resources & manpower deployment to achieve OP & productivity targets for all business segments.
- Owns operational processes (PM and FMI completion, Overtime management, FE Tool utilization, traceability, debrief quality).
- Leads and cultivates a culture of GE Beliefs and integrity.
- Develops strong customer relationships and serves as the interface between customer and all GE Healthcare organizations creating “one GE Healthcare Services” for the customer.
- Proactively identifies customer needs and develops and implements customer specific solutions.
- Leads indirect service areas and establishes operations to meet with customer expectations, implement channel partners tiering program and continuously improve performance of partners.
- Acts as catcher in platform implementations such as ORACLE, MUST, GELS etc and works with the central team to implement similar solution for partners.
Quality Specific Goals:
- Identify and report any personal quality or compliance concerns immediately to the Quality Organization.
- Ensure dispatches are accurate and complete with problem identified, including any impact to the patient, actions taken and tests performed and closed in a timely manner.
- Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
- Complete all planned Quality & Compliance training within the defined deadlines.
- Identify and report any quality or compliance concerns and take immediate corrective action as required.
- Follow and comply with existing EHS rules and procedures. Involved in EHS activities and programs on the site (eg training, accident reporting etc.).
- Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe.
- Provide an environment where all required elements of maintenance (preventative maintenance, FMI’s dispatches) are completed in the prescribed timeframes.
Requirements
- BA/BS degree.
- At least 5 years of leadership experience.
- A valid NYSC discharge or exemption certificate will be required (please indicate clearly on your resume).
- Must have valid authorization to work full-time without any restriction in Nigeria.
- The role requires a minimum of 75% of the time based in Nigeria, and the other 25% across Ghana, Angola & Liberia in WCA (West Central Africa)
- Proven experience leading a team, managing customer relationships and/or managing a P&L or comparable business unit.
- Ability to develop and execute multiple priorities and approaches to meet objectives.
- Very good interpersonal skills.
- Willingness to travel extensively within their zone and region.
Desired Characteristics:
- Masters/MBA or equivalent experience.
- Understanding of customer/marketplace and drivers that influence customer behavior.
- Previous direct report management/leadership experience.
- Ability to resolve complex issues within functional area and/or area of expertise.
- Ability to develop and execute multiple priorities and approaches to meet objective.
- Direct customer relationship experience.
- Proven ability to effectively communicate across a distributed workforce.
- Prior field sales or field service experience.
- Proven leadership and ability to orchestrate resources and motivate teams.
- Experience in managing a large P&L Strong business acumen.
- An inclusive leader that builds a connection to the workforce through personal involvement and trust.
- Proven ability to influence and drive change through exceptional written and verbal communication skills.
- Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals.
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